ServiceNow -ServiceNow Enterprise Service Management; ESM - Senior - Tech Cons
Listed on 2026-06-19
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IT/Tech
IT Consultant, IT Project Manager
Location
Anywhere in Country
OverviewAt EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.
The opportunityAs a Service Now Senior Consultant you’ll play a leading role in that mission, providing the competitive edge our clients need to overcome some of the biggest creative and technical challenges around.
You’ll lead Service Now Transformation teams in a rapidly growing area of the business. It’s a client visible role, in which you’ll have opportunities to showcase your ability to not only motivate and develop your team but also establish and maintain new client relationships. You will have an opportunity to grow your consulting and team leadership skills, as well build relationships and obtain experiences that will define your career.
Key ResponsibilitiesIn this role, you will spend your time engaging with clients and internal teams to ensure successful project delivery. You will face challenges that require analytical thinking and problem‑solving skills, providing you with opportunities to learn and grow in a dynamic environment. This position may require regular travel to meet with clients, allowing you to build relationships and understand their needs better.
- Interacting with business stakeholders to evaluate business models and processes.
- Analyzing newly implemented technology solutions to verify they meet business requirements.
- Collaborating with technical teams to design and deliver system architecture solutions.
- Act as a workstream lead across all aspects of Service Now ESM/GBS (HR Service Delivery, Field Service Management, Customer Service Management, and Source to Pay) engagements and solution delivery, including but not limited to engagement management, design, configuration/development, testing and deployment phases.
- Ability to manage and mentor a multi‑disciplinary team of 3‑5 resources including offshore resources (e.g., consultants, developers, and testers).
- Provide guidance and industry leading practice expertise for Service Now ESM/GBS process implementations, including how specific business objectives can be met through process and technology transformation.
- Ability to analyze a company’s ESM/GBS people, process, and technology capabilities, provide leading practice recommendations and contribute insights to strategic roadmaps.
- Strong working knowledge of Service Now’s emerging AI capabilities, including Now Assist, AI Agents, agentic workflows, AI Search, intelligent automation, and AI‑enabled service delivery.
- Ability to advise clients on practical, value‑driven AI use cases across Enterprise Service Management and Global Business Services functions, including HR, customer service, field service, source‑to‑pay, workplace, legal, and shared services.
- Ability to lead client conversations and workshops that connect Service Now AI capabilities to business outcomes, transformation priorities, and measurable value realization.
- Ability to lead client process and design sessions and facilitate requirements workshops with functional and/or business process area subject matter resources.
- Experience in waterfall and agile delivery models – including supporting management activities such as planning, status reporting, budgets and risk and issue logs.
- Ability to create high‑quality deliverables and project artifacts.
- A bachelor's degree, preferably in Computer Science, Information Systems Management, Engineering or similar discipline.
- Typically, no less than 2 - 4 years relevant Service Now project experience.
- Service Now Certified Systems Administrator (CSA) or Certified Application Developer (CAD).
- Minimum of 1 of the following Service Now certifications:
- Service Now Certified Implementation Specialist – HR Service Delivery
- Service Now Certified Implementation Specialist – Customer Service Management
- Service Now Certified Implementation Specialist – Field Service Management
- 3+ years of Big 4 or equivalent consulting experience.
- Excellent soft skills – communication (written/verbal),…
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